Senior Technical Support Engineer

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Kata.ai

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🤖 Artificial Intelligence

☁️ SaaS

🤝 B2B

💰 Non Equity Assistance on 2018-02

Artificial Intelligence • SaaS • B2B

Kata. ai is an innovative company specializing in conversational AI solutions to enhance customer interactions. Their platform offers a comprehensive suite of tools, including WhatsApp Marketing, automated customer service, and recruitment solutions, powered by AI to optimize engagement across multiple channels. Focused on industries such as telecommunications, healthcare, retail, and financial services, their offerings range from voice-to-text and text-to-voice APIs to business dashboards that streamline the management of customer experiences. With a strong emphasis on using AI for personalized marketing campaigns and customer satisfaction, Kata. ai supports over 200 companies in optimizing their operations through conversational AI technology.

📋 Description

• Run Kata.ai's Technical Support function end-to-end — managing client issue triage, BAU client requests, SLA performance, incident response, RCA quality, and continuous workflow improvement — across Kata's chatbot, voice AI, and Omnichannel platforms for a portfolio of enterprise clients in regulated industries. • Lead the weekly Incident Review forum to convert recurring incidents into structured action items for Engineering and Product, so that clients experience reliable, fast, and high-quality service resolution — and so that operational insights flow back into Engineering and Product to systematically reduce recurring issues at the platform level.

🎯 Requirements

• 3–5 years in technical support, customer success engineering, or operations roles, with at least 1 year leading or coordinating a team • Hands-on experience managing SLA-driven support operations for B2B / enterprise clients, ideally in SaaS or messaging platform environments • Hands-on troubleshooting experience with WhatsApp Business API, chatbot platforms, or conversational AI products • Track record of producing RCA documentation for production incidents to enterprise clients • Experience designing shift schedules, on-call rotations, or capacity plans • Exposure to IT security practices in a support or operations context, handling client data responsibly, applying access-control basics, recognizing security-sensitive incidents is a plus • Bachelor's degree in Computer Science, Information Technology, Information Systems, or related technical field • ITIL Foundation certification or equivalent service management training is a strong plus • Cloud or platform certifications (GCP/Azure, Meta Business Partner) are advantageous • IT Security certifications (CompTIA Security+, ISO/IEC 27001 Foundation, CEH, or equivalent) are a plus • Ticketing & Service Management: Hands-on with at least one major system (Zendesk, Freshdesk, Jira Service Management, Intercom, or equivalent) — including SLA configuration, queue routing, and reporting • Messaging & Communication Platforms: WhatsApp Business API, SeaTalk, Email — including template approvals, business verification, and webhook delivery troubleshooting • Log Analysis & Troubleshooting: Reading application logs, API responses, and webhook payloads to isolate root causes, comfort with Kibana, Grafana, GCP Logging, or equivalent • API & Webhooks: Proficient with REST API testing (Postman, cURL); understands webhook signatures, retries, and rate limiting • Chatbot & Conversational AI Platforms: Working knowledge of chatbot architectures, NLU/intent debugging, and conversation flow troubleshooting (Kata CX or equivalent) • Cloud Platforms: Working familiarity with GCP and/or Azure for navigating logs, monitoring dashboards, and basic resource-health checks • Reporting & Documentation: Experience producing RCA documents and operational dashboards; comfort with Google Sheets / Excel / BI tools for SLA reporting • Automation (plus): Basic scripting (Python, Bash) or no-code automation (Zapier, n8n) for repetitive support tasks

🏖️ Benefits

• Flexible working hour for our employees • Learning experience in Conversational AI Industry